Web-based generation of telephony-based interactive voice response applications

ABSTRACT

A method of analyzing a menu structure associated with an interactive voice system that supports interactive voice response users is disclosed. A graphical representation of the menu structure is generated and communicated to an on-line user. The graphical representation is used by the on-line user to select graphical menu items corresponding to interactive voice response prompts.

[0001] This application is a continuation of Ser. No. 09/201,180, filedNov. 30, 1998.

BACKGROUND OF THE INVENTION

[0002] 1. Field of the Invention

[0003] The invention relates generally to the field of databasemanipulation and more particularly to the field of structured databasessuch as used by on-line Web-based application, structured databases byinteractive voice response applications and shared or common use ofthose structured database.

[0004] 2. Description of the Related Art

[0005] The World Wide Web (WWW) or “the Web” provides a computer userwith electronic access to documents located on data servers throughoutthe world. The standard document format for the Web is HyperText MarkupLanguage (HTML). HTML documents can be static or dynamic. Static HTMLdocuments contain all information required to generate the Web page.

[0006] Dynamic HTML documents contain a shell for the Web page, butdynamically insert information into the shell at the time a user linksto the HTML document or modifies information in a document. Thesecharacteristics of dynamic HTML are described by Isaacs S., InsideDynamic HTML, Microsoft Press, 1997, which is incorporated herein byreference. Dynamic Web pages are also described in U.S. Pat. No.5,761,673 issued to Bookman et al which is incorporated herein byreference. Use of relational databases over the Internet, which can bean integral part of dynamic HTML is described in U.S. Pat. No. 5,737,592issued to Nguyen et al which is incorporated herein by reference.

[0007] The concept of providing interactive voice response (IVR) totelephone calls is also known. IVR provides automated response to acustomer by providing prompts and detecting customer responses to theprompts through either keypad entries or spoken words. IVR is describedin a number of patents, including U.S. Pat. Nos. 5,588,044 to Lofgren etal.; 5,678,002 to Fawcett et al; and 5,493,608 to O'Sullivan, thedisclosures of which are incorporated herein by reference.

[0008] Both Web and IVR systems use menu structures and structureddatabases to organize the customer interaction and control access toinformation. When Web and IVR systems have similar objectives, there canbe substantial similarity in the menu structures and structured databaseof each system.

[0009] There is a need to relate the menu structures and structureddatabase information supporting on-line Web users and IVR users.

BRIEF SUMMARY OF THE INVENTION

[0010] The present invention is directed to a method of analyzing a menustructure associated with an interactive voice system that supportsinteractive voice response users. A graphical representation of the menustructure is generated and communicated to an on-line user. Thegraphical representation is used by the on-line user to select graphicalmenu items corresponding to interactive voice response prompts.

[0011] The present invention is also directed to a method of analyzing amenu structure that supports interactive voice response users. Arepresentation of the menu structure is generated using the analysis andis usable for on-line users. An on-line user is connected to a choice onthe representation of the menu structure by a telephone connection.

[0012] The present invention is further directed to a method ofreceiving selections of one or more graphical links on a web page froman on-line user. The links correspond to prompts contained in a menustructure that supports interactive voice users. The on-line selectionof graphical links is correlated to corresponding interactive voiceresponse prompts. A call is placed to an interactive voice system andthe corresponding interactive voice response prompts are automaticallyexecuted.

BRIEF DESCRIPTION OF THE DRAWINGS

[0013]FIG. 1 illustrates an on-line Web sales menu architecture;

[0014]FIG. 2 illustrates an Interactive Voice Response (IVR) sales menuarchitecture;

[0015]FIG. 3 illustrates steps for translating a Web on-line sales menuto an IVR menu architecture;

[0016]FIG. 4 illustrates steps for translating a Web on-line sales menuto an IVR menu architecture;

[0017]FIG. 5 illustrates a development system of the invention;

[0018]FIG. 6 illustrates an operational system of the invention;

[0019]FIG. 7 illustrates an IVR system;

[0020]FIG. 8 illustrates a Web page depiction of an IVR menuarchitecture; and

[0021]FIG. 9 illustrates steps for connecting to different nodes of anIVR menu that is displayed on a Web page.

DETAILED DESCRIPTION OF THE INVENTION

[0022] Interactive voice response (IVR) provides automated access tocustomers and business representatives by responding to keypad entriesor spoken words. FIG. 7 illustrates the initial access steps of atypical IVR system supporting business representatives.

[0023] At step 200, the business representative establishes initialcontact with the IVR system.

[0024] At step 201, if the IVR system is operating, the system requiresvoice verification or entry of “0” for a new account.

[0025] At step 202, after the representative provides a password, theIVR system verifies the voice password.

[0026] At step 203, if the password was correctly verified, the IVRsystem prompts the representative for a work item, a customer name or acontract number.

[0027] At step 204, the IVR system verifies that it has correctlyinterpreted the desired item.

[0028] At step 205, the IVR system provides the representative theopportunity to take action on the selected item.

[0029] The IVR system additionally provides looping functions when therepresentative's response is not understood, or where a response is notreceived within a specified time period. The IVR system illustrated inFIG. 7 is designed to support the initial access by a businessrepresentative. Other IVR systems support telephone sales and voice-mailsystems.

[0030] For many companies, a substantial business sector relies oncustomer-merchant relationships that are not face-to-face. Some of theserelationships take the form of catalog sales and on-line sales. Catalogsales rely heavily on telephone ordering, and companies with asubstantial catalog sales volume develop sales and informationarchitectures that specifically support telephone ordering.

[0031] Companies with substantial catalog sales volume must also balancethe need for live telephone sales staff against their expense.Interactive automated techniques are usually less expensive and whereautomated customer sales and support can provide satisfactory responseto the customer, the companies will use interactive automatedtechniques. These interactive automated techniques include computergenerated voice response menus designed for interactive customerresponse. Just as for other IVR systems, catalog sales interactivetechniques use touch-tone telephones and voice responses.

[0032] Though businesses that rely on telephone ordering may not be ableto completely eliminate live sales support staff in all telephone ordertransactions, the businesses are able to significantly reduce theirsales staff size by using IVR for routine and well structured telephoneordering tasks. However, an IVR system that is able to replace livesales support staff, even during routine order processing, is difficultto establish. The system must have excellent voice response and speechgeneration to understand different dialects and accents and provideresponsive answers. Additionally, the IVR system must have robustsupporting databases containing product specifications and pricinginformation. These product specification and pricing databases arefrequently unique to IVR systems and not well adapted to other businesspurposes.

[0033] A business with an established telephone catalog order sector,using IVR, spends considerable expense developing and maintainingdatabases. Given the substantial startup cost to establish IVR, onlylarge businesses use IVR and are able to reap the reduced cost benefits.

[0034] Today, many businesses are establishing an on-line electronicsales presence with Web pages that list product specifications andprices. The Web pages typically include images representing product withtextual descriptions. On-line ordering is also available and companiesdevelop and place forms on their Web pages to automatically processon-line customer orders.

[0035] With extensive product lines, companies typically shift fromstatic HTML content on their Web page to dynamic HTML content. Withstatic HTML, all the Web page information is known and coded when theWeb page is developed. This is a reasonably inexpensive thoughtime-consuming process. Once developed, a static HTML Web page does notallow rapid change or update. Further, a static HTML Web page does notreadily support short duration events like sales, because each Web pagemust be changed and checked before the sale event and after the salesevent.

[0036] With dynamic HTML, the basic Web page format is developed, butthe actual HTML page content is extracted from databases at the time thecustomer accesses the uniform resource locator (URL) of the Web page. Inthis manner, the business makes changes to their databases, which areused to generate the HTML documents of the Web page. Changes todatabases are much easier to accomplish and can be completed innear-real-time. Thus, short duration events, like sales, become possiblewith an on-line Web business using dynamic HTML.

[0037] The information needed to support on-line electronic sales andtelephone catalog ordering is very similar and in may cases isidentical. The customer needs ready access to accurate and up-to-dateproduct specification, availability and price. Many businesses arewilling to invest the expense required to establish and maintainstructured databases for an on-line electronic sales presence on theWeb, but do not have IVR for their telephone based catalog ordering.Additionally, many customers are not confident in the security ofon-line electronic sales ordering and will search for product on-line,but place their order using the telephone. Thus, the ability to adaptand use structured databases that are developed for on-line sales tosupport IVR is very beneficial. The business is able to take advantageof the previously developed and maintained on-line databases and Webmenu structure by using the same menu structure and databases as thefoundation for IVR telephone sales. As a result, the business reducestheir expense for live telephone sales support staff and eliminatesinconsistencies when a customer searches for a product on-line andplaces the order by phone.

[0038] Most on-line Web based sales and most IVR systems use ahierarchical menu structure. This structure allows the customer torapidly locate desired products and services. Once the customer hasgenerally located the desired product or service, the menu structureallows the customer to learn about the product. For clothing, the systemtypically provides sizing and color information with availability of thedesired combination. Product prices are also provided. On-line systemstypically provide a representative image of the product. Once thecustomer decides to purchase a particular product, systems allow thecustomer to add products to a “shopping cart” until they decide tocheck-out and pay for their purchases.

[0039] An example of the menu structure for an on-line Web basedclothing sales company is illustrated at FIG. 1. Among other options,the introductory screen 10 allows the customer to check on previouslyplaced orders 15, and contact customer assistance 14 where they can findtelephone contact information, store locations, and general categoriesof product. The customer is also able to move directly to major productcategories of Women's clothing 11, Men's clothing 12 and Children'sclothing 13. Once in the major product category, the customer isprovided additional product category options, such as Pants 16, Shirts17, Shoes 18 and Accessories 19. The product categories are furthersubdivided and may contain forms or individual pages 21, 22, 23.

[0040] Using a menu structure like FIG. 1, with links between on-lineWeb databases and inventory/shipping databases, the customer receivesnear real-time information on product availability with current pricing.The business is also able to automatically process orders and trackinventory.

[0041] With a well developed and designed on-line Web salesarchitecture, the personnel costs for a business are very small.Personnel are still required for quality assurance and physical actionssuch as shipping and receiving. However, the need for live sales supportstaff can be significantly reduced or minimized.

[0042]FIG. 2 illustrates a typical menu structure for IVR telephoneproduct sales. In the initial IVR menu 25, the customer hears about thetop level choices. These choices include checking on a previous order30, contacting customer support 29, or moving directly to the mainproduct categories, such as women's clothing 26, men's clothing 27 orchildren's clothing 28. The main product categories are furthersubdivided into areas like accessories 31, blouses 32, slacks 33 andshoes 34. There may be further subdivisions or menus 35, 36, 37.

[0043] As thus described and illustrated in FIGS. 1 and 2, the menustructures for IVR telephone sales and the on-line Web sales may besimilar or identical, illustrating the benefit of linking the supportingdatabases. However, merely linking the supporting databases does notreduce the up-front development costs for IVR. Providing a system andmethod to analyze the on-line Web sales database and menu structure andadapting that database and menu structure to build an IVR system isbeneficial.

[0044] HTML Web pages that use forms and structured databases adhere topredictable standards. This is particularly true when the HTML pages arecreated with Web page authoring applications. These authoringapplications adhere to the HTML standards and produce repeatable HTMLstructure that lends itself to automated analysis.

[0045] Referring to FIG. 3, at step 50, a previously developed Web pageon-line sales site is identified as suitable for IVR and telephonesales. Using the Uniform Resource Locator (URL) of the Web page, thesystem begins an initial analysis.

[0046] At step 51, the system links to the URL of the donor Web page anddown-loads the HTML document that generates the home page. This step ofdown-loading is the same or identical to the down-loading that occurswhen a Web browser links to a specified URL and down-loads an HTMLdocument associated with that URL.

[0047] At step 52, the system identifies the down-loaded HTML page asthe level zero menu page.

[0048] At step 53, the system scans the HTML source code and identifiesevery URL link contained within the HTML level zero menu page as a levelone menu item. Though some links, such as links to the webmaster, maynot be appropriate for an IVR system, at step 53, it is not necessaryfor the system to differentiate between different links.

[0049] At step 54, the system sets a counter, K, to the number of URLlinks identified on the level zero menu page.

[0050] In steps 55 through 59, the system begins a systematic loop todown-load the HTML page for each of the K URL links identified on thelevel zero menu page.

[0051] At step 55, the system down-loads the HTML document associatedwith the Kth URL link item. This down-loaded HTML page is a level onemenu page.

[0052] At step 56, the system scans the HTML source code of the levelone menu page and identifies each URL link. Each URL link identified atstep 56 points to a level two menu item.

[0053] At step 57, the system decrements the counter K, by one.

[0054] At step 58, the system checks to determine whether K is zero,indicating that the system has down-loaded all URL links for that levelmenu page.

[0055] At step 59, if K is not zero, the system loops to step 55 anddown-loads the next URL link.

[0056] After the system has down-loaded all URL links for that levelmenu page, the system leaves the loop.

[0057] At step 60, the system completes the identification of the levelzero menu by identifying all level one menu items on the level zeromenu. With the loop of steps 55 through 59, the system also identifiesall the level two menu items on each of the level one menus.

[0058] At step 61, the system similarly identifies and down-loads theHTML documents associated with each URL link on the level two menupages. The links are level three menu items. Though the individual stepsare not illustrated, the system uses a process similar to thatillustrated in steps 53 through 59.

[0059] At step 62, the system similarly identifies and down-loads theHTML documents associated with each URL link on the level three menupages. The links are level four menu items. The steps are similar tothose illustrated in steps 53 through 59.

[0060] At step 63, the system continues the process until it hasidentified all URL links that branch from the level zero menu pageidentified in step 52.

[0061] Though not illustrated in the example, as the system identifiesURL links and down-loads HTML documents associated with the URL link,the system does not blindly follow every link. Links that point to URLslocated outside the company business area are considered suspect links.For example a company Web sales page may have a URL link to the homepage of a product manufacturer. The system does not follow that link.Instead, the system marks the URL link as such and moves on to the nextURL link.

[0062] At step 64, the system performs a clean-up of the links and data.For example, on some web pages, there may be links that becomerecursive, linking back on themselves. At step 64, the system identifiesthese recursive links and marks them as such. The system also identifiesWeb unique types of links that do not readily translate to IVR and marksthem as such. Examples of these type of unique links include mailto:links that send e-mail to Web-masters. However, a mail link to thecustomer service department is not unique and the system will translatethat type of link to a telephone link.

[0063] As the system identifies URL links and down-loads associated HTMLdocuments, some will include Forms-based HTML pages. At step 65, thesystem uniquely identifies these Forms-based links for IVR databaseneeds.

[0064] At step 66, the initial automated analysis is complete and thesystem provides an operator with a visual representation of the menustructure identified during the Web page analysis. This visualrepresentation includes identification of links outside the businessarea, recursive links, Web-unique links and questions. The visualrepresentation also includes an identification of the Forms-based linksand the supporting databases for dynamic HTML pages.

[0065] At step 67, the system gives the operator an opportunity toverify the analysis by tracking through the Web page and site to resolvequestions on the analysis. Once the operator is satisfied with the basictranslation of Web menu architecture to IVR menu architecture, thesystem creates an IVR outline. This is further illustrated on FIG. 4. Atstep 70, the system uses the operator validated menu structure anddatabase linkage to create the initial IVR menu structure and proposedIVR prompts.

[0066] At step 71, based on the proposed prompt, the system generatesvoice prompts for each menu item in the IVR.

[0067] At step 72, the system generates desired IVR responses to eachprompt on the menus.

[0068] At step 73, the system associates voice generation to databasetext that provides an item description. For example, with a Web sitethat includes a text description of the product, the system will link avoice generation system to that text description database item. In thismanner, the system uses the textual description contained in thedatabase to generate a spoken description of the item.

[0069] At step 74, in a similar manner, the system associates voiceprice generation to database price items.

[0070] At step 75, the system replaces order placement scripts from theWeb page with IVR developed order scripts. This helps to ensureconsistency in the order placement and takes advantage of time alreadyspent developing efficient IVR for order placement.

[0071] Once the IVR menu structure, prompts and responses are developed,the system has completed the initial translation.

[0072] For translation and interpretation of Web menus, system 79 isillustrated in FIG. 5. An on-line Web-based electronic sales system,taking advantage of forms-based HTML Web pages, uses a variety ofstructured supporting databases 80, 81. One structured database includesthe static content of the HTML documents 80, and another structureddatabase 81 which includes information used with dynamic HTML such asproduct description and pricing. These two structured databases areaccessible to a Web server 82 which is registered as the homepage URLand includes the addresses of all URLs within the Web salesarchitecture. The server functions as the homepage URL and URL of alllinked pages. The HTML documents and information in databases 80 and 81are thus associated with the URLs.

[0073] The system also includes a first switch 83 providing accesses(not illustrated) to Web server 82.

[0074] An individual computer 84 is electronically linked to Web server82 via first switch 83. These elements of the system are typical of theconfiguration used for Web on-line access.

[0075] The system 79 also includes elements supporting IVR. These IVRsupport elements include an IVR 85 which is electronically linked to Webserver 82, thereby allowing direct exchange of information and commandsbetween Web server 82 and IVR server 85.

[0076] A second switch 86 providing support for IVR operation is linkedto IVR server 85 and provides a connection path for telephone 87 to IVRserver 85.

[0077] System 79 allows an operator, with access to computer 84 andtelephone 87, to monitor the automated translation of the Web menustructure to an IVR menu structure with prompts and responses. System 79also allows the operator to modify the proposed IVR structure andresolve questions.

[0078] As system 79 performs steps 50 through 75 on FIGS. 3 and 4, theoperator is able to visually monitor the progress on computer 84 as thesystem translates the Web menu structure and develops the IVR menustructure. System 79 also allows the operator to test the IVR structureusing telephone 87 and resolve problems by referring to the Web menustructure on computer 84. The system also provides access to thestructured supporting databases 80, 81 allowing the operator to testchanges to the database to determine whether the IVR respondsappropriately.

[0079] After system 79 translates the Web menu structure and developsthe IVR system, the operator validates the translation and provides anyrequired changes. The validated IVR system is then placed in operationalservice along with the Web on-line system for customer service. This isillustrated in FIG. 6 with system 99.

[0080] In FIG. 6, system 99 uses common structured databases 101 and 102as the information source for Web on-line services and IVR services.On-line customers access the Web page by using the URL of the Web pageto connect individual computers 105, 106 to the Web server 103 through aswitch 104. Once connected, the customer is able to browse the Web siteand access information on products. The information is contained instructured databases 101 and 102 and is linked to the Web pages usingdynamic HTML by the Web server 103.

[0081] In a similar manner, system 99 uses the same common structureddatabases 101 and 102 as the information source for the IVR service.Telephone customers dial the access number of the IVR service usingtelephones 109 and 110. They are connected to the IVR server 107 byswitch 108. IVR server 107 provides IVR prompts based on customerresponses and information in databases 101 and 102.

[0082] As illustrated, databases 101 and 102 contain productspecifications and pricing information. Thus, common databaseinformation supports both the Web on-line service and the IVR service.

[0083] In FIG. 6, first switch 104 and second switch 108 of system 99are illustrated as individual elements, but they can be a single elementproviding switching between the appropriate users and servers.Similarly, Web server 103 and IVR server 107 are illustrated asindividual elements, but a single server can be partitioned to performthe required functions of each.

[0084] In FIGS. 5 and 6, the servers, switches and databases of systems79 and 99 are labeled with unique numbers. Separate systems segregatethe development system from the operational system. However, a singlesystem can be used for both the development system and the operationalsystem.

[0085] The system and method are described in the context of usingpreviously developed on-line structured databases, such as for Websales, as the basis for IVR telephone sales structured databases. Theconverse is also possible, where a company uses its structured IVRdatabase as the basis for automatic generation of an on-line Web salesdatabase.

[0086] In a method similar to the method just described, translation ofan IVR menu architecture to a Web page architecture requires analysis ofthe IVR menu, and creation of Web pages corresponding to different menulevels in the IVR. Translation also requires creation of the linkrelationships between the Web pages corresponding to IVR choices andresponses. The systems illustrated in FIGS. 5 and 6 are used totranslate IVR menus to Web menus.

[0087] Referring to FIG. 2, the system creates a home page using theintroductory IVR menu 25. The introductory IVR menu includes prompts andnon-response information. The home page includes this non-responseinformation, such as the company or welcome message, which is extractedfrom the IVR introductory menu. Though a completed Web page may notcontain this information, the information does provides a good defaultfor content of the Web home page.

[0088] The IVR introductory menu 25 also contains prompts or choices 26,27, 28, 29, 30 which relate to other IVR menus or actions. Thus, each ofthe IVR choices presented in the introductory IVR menu 25 becomes a linkto another Web page or service from the Web home page. In the samemanner illustrated in FIGS. 3 and 4 and described above, where thesystem systematically analyzed the Web menu architecture to create anIVR menu architecture, the system systematically analyzes the IVR menuarchitecture and creates a Web page architecture with a home page andlinked pages. IVR prompts, choices and responses define the links to andbetween Web pages. In a manner described in greater detail below, IVRchoices that connect to live sales or support staff become either“Click-to-Dial” telephone links on the Web page, or e-mail responses.

[0089] After the initial Web page structure is created, the systemallows an operator to add graphics and text enhancements to the Webpages. The system also allows an operator to modify the Web pagestructure if the initial structure is not appropriate.

[0090] Taking advantage of a system and service termed “Click-to-Dial”,a Web page may contain a link to automatically initiate a telephoneconnection between a personal computer user accessing the Web page andanother party. This “Click-to-Dial” or Click-to-Talk” service appears asa link on the Web page. However, when activated, this serviceestablishes a voice telephony connection to the person accessing the Webpage. As an example, when a user accesses an AT&T Web page there is alink area on the Web page, under the heading “Ask about your bill.” Theuser enters their telephone number in a box on the Web page and clickson the link. In response, AT&T automatically establishes a call-back tothat telephone number, which is handled by an AT&T servicerepresentative. Once the call-back is established, the servicerepresentative can discuss the person's account, and can even sendspecific web pages or information to the user for viewing and discussionduring the telephone call.

[0091] Referring to FIG. 8, another embodiment is illustrated. A Webpage 300 is displayed by a browser application 302 on a video displayterminal such as the video display terminals of computers 84, 105, 106of system 79 and 99. The Web page display provides a graphicrepresentation of an IVR menu architecture. The graphic representationis generated by system 79 or 99 by analysis of the IVR menuarchitecture, as previously described. However, where the analysis ofthe IVR menu architecture previously described produced a series of Webpages with links between the Web pages corresponding to different IVRmenu choices, the Web page display of this embodiment graphicallyrepresents the entire IVR menu architecture on a single Web page. Thoughthe display in FIG. 8 is a graphic representation, it can be a purelytextual representation with different menu levels represented by varyingindentation.

[0092] Through an analysis of the IVR menu architecture, system 79 or 99identifies and creates a series of nodes 304, 306, 308 and linkagesconnecting the nodes 320, 322, 324. Each node represents an IVR menuprompt. The linkages represent the various possible response prompts forthe node. IVR systems frequently allow forward and reverse navigationthrough the IVR menu architecture, so users can go up or down the menuhierarchy to reach different branches without terminating a call.Therefore, the IVR menu prompt for Hardware will include choices forselecting ordering 310, warranty 312 and assembly 314 which are selectedby the user by entry of the numbers 1, 2 or 3 respectively on thekeypad.

[0093] Thus, a user calling the IVR Help system that is graphicallyrepresented in FIG. 8 initially dials a telephone number and hears anintroductory welcome message and hears a series of prompts for differentresponses. That introductory message and prompts are graphicallyrepresented by node 304 in FIG. 8. In the example, the user hasselection choices of Hardware or Software. When these choices arepresented by an IVR system alone, the user hears a description of thosetwo choices and responds by either speaking the desired choice (“one” or“two”), or selecting the desired choice by pressing either the 1 or 2key on the telephone keypad. System 79 or 99 graphically represents theintroductory welcome message and choices with nodes 304, 306, 308 andlinkage 320. Similarly, system 79 or 99 graphically represents thedescription and choices for the Hardware prompt 306 and associatedchoices with nodes 304, 310, 312, 314 and linkages 320, 322.

[0094] It should be noted that because an IVR menu system allows a userto move up and down the menu structure, the Web page representationsimilarly maintains those relationships. In the IVR environment, a usermay move up and down the IVR menu hierarchy. For example, return to theprevious menu is accomplished by entry of * or some other choice on thekeypad. In this manner, if the user determines that the choice is notthe correct choice, they can backup to a previous menu rather thanhang-up and redial. For example, if the user is at node 306 in the IVRmenu as represented in FIG. 8, they will go back up the IVR menu to themain menu 304 if they press *. Most IVR systems also allow a user toreturn to the main entry menu by selection of a choice like # or 9.Thus, if the user is at node 314 in the IVR menu as represented in FIG.8, they will go to the main menu 304 by pressing #. This navigationfunctionality is maintained in the invention.

[0095] Though not illustrated, it is also possible that an IVR systemwill allow a user to reach the same service representative by multiplepaths. The Web page duplicates that architecture and illustrates therelationship between nodes with linkages.

[0096] In this manner, the Web page graphically represents the IVR menuarchitecture by providing an overview of the entire IVR menuarchitecture on a Web page. By presenting this type of overview, a useris able to visually determine how the IVR choices and responses,represented by nodes and linkages, are interrelated and whether aparticular series of responses will lead to the desired servicerepresentative.

[0097] For most IVR systems, the user is only able to interact with aservice representative at a termination point following responses to aseries of choices. For example, with the IVR menu architecture that isgraphically represented in FIG. 8, a user who dials the main IVRtelephone number will hear an initial IVR prompt and respond to thechoices in an introductory welcome menu. Based on whether they selectthe Hardware or Software choice, the user will next hear an IVR promptand respond to the choices for their selected Hardware or Softwarechoice. It is only after this selection that the user is connected to aservice representative. Though the example in FIG. 8 has three menulevels, IVR systems frequently have multiple menu levels before reachinga service representative. Thus, a user who is uncertain as to whichseries of choices will take them to the desired service representativecan become lost or discouraged as they navigate through the choice andresponse maze.

[0098] With a graphic representation of the IVR menu architecture, suchas provided in FIG. 8, the user is able to visually determine theparticular choices necessary to reach a desired service area. Inaddition, when system 79 or 99 creates the Web page representation ofthe IVR menu architecture using interactive links, a user can directlyselect the desired service area from the Web page. For example, a userwho has a software installation problem can view the IVR menuarchitecture illustrated in FIG. 8 and determine that the desiredservice representative is at node 316. If the user places their Webcursor over that node they can receive additional descriptiveinformation such as through pop-up text boxes, mouse-over text boxes orright-click action. If the user selects that node, the system willconnect the user to that service representative.

[0099] This connection to the service representative is accomplished ina number of different ways. In one method, system 79 or 99 automaticallydials the main IVR menu number, represented by node 304. Then, knowingthat the desired software installation node 316 is connected to thesoftware node 308 which is connected to the introductory. node 304, thesystem automatically enters the appropriate response to select thesoftware node, followed by the appropriate response to select theinstallation node.

[0100] With the IVR system alone, if the user selects the hardwareresponse by pressing the number 1 on the keypad and the softwareresponse is selected by pressing the number 2 on the keypad, then system79 or 99 will automatically dial the main access telephone number fornode 304 followed by the number 2, to automatically select the softwarenode 308. System 79 or 99 then further dials the number 1 to reach theinstallation representative at node 316. In this manner, system 79 or 99takes advantage of the IVR menu architecture and automatically navigatesthat IVR menu architecture to connect the user with the desired servicerepresentative. In this manner, system 79 or 99 automatically replicatesthe IVR choices. Replication of IVR choices is described in greaterdetail below.

[0101] In another embodiment, the termination point nodes represented inFIG. 8 have a direct access telephone number. Thus when the user selectsthe software installation node 316 on the Web page, system 79 or 99dials the direct access telephone number for that servicerepresentative. In this manner, system 79 or 99 automatically bypassesthe IVR choices.

[0102] These embodiments are particularly advantageous when the numberof choices and responses in the IVR menu before reaching the desiredservice representative is lengthy and the system must wait for each IVRprompt before automatically selecting the appropriate response. In thismanner, system 79 or 99 can either emulate or bypass the IVR choices.

[0103] Referring to FIG. 9, at step 401, the system interprets the IVRmenu architecture and creates the graphic representation of the IVR menuon the Web page 401. An example Web page is displayed in FIG. 8.

[0104] At step 403, the user views the representation of the IVR menu,identifies and selects a desired node by clicking on that node. In theexample Web page of FIG. 8, this could be accomplished by placing acursor over node 316 to learn more about the node through a mouse-overtext box and then double-clicking the node.

[0105] At step 405, the system interprets the connection informationfrom the IVR menu and places a telephone call to the service associatedwith that node. Thus, using the example of FIG. 8, the system uses theinformation from the IVR menu analysis and the user selection toautomatically dial the main IVR telephone access number that isassociated with node 304. Next the system dials the number 2, to reachnode 308 and finally dials the number 1 to reach the installation node316. These telephone connections are placed using a TAPI connection orInternet telephony connection.

[0106] With a TAPI connection, the system takes control of an attachedtelephone handset and automatically dials the main menu access telephonenumber (node 304), waits until a connection is established and the IVRsystem is prepared to accept selections, automatically dials the number2 (node 308), waits until the IVR system is again prepared to acceptselections and then dials the number 1 to connect to the softwareinstallation node 316. The user conducts the telephone call with thetelephone handset.

[0107] With an Internet telephony connection, the system uses anInternet connection to connect to a server that provides Internettelephony services. Once connected, that server makes the telephoneconnection much like the TAPI connection by automatically dialing therequired IVR numbers. However, the user conducts the telephone callusing the multi-media features of the computer rather than a telephonehandset. For example a microphone and speakers attached to the computerbecome the functional equivalents of the telephone handset. The userspeaks into the computer microphone and hears the conversation over thecomputer speakers.

[0108] It is also possible that a user will not wish to place a call atthat time, or wishes to record the IVR responses for later use. Thesystem displays the sequence of access numbers on the screen, or storesthem to a user address book or a personal digital assistant for lateruse.

[0109] At step 407 in FIG. 9, after the user has reached node 316, theymay determine that they want another node. In one form of IVR, the finalchoice in a tree structure connects with a live service representative.In this form, the user must generally re-dial the main number to reachanother service representative, though some IVR systems allow the userto be re-connected to the system by the service representative. Inanother form of IVR, the final choices in a tree structure play arecorded message or generate an automatic voice. This could occur when auser accesses a bank IVR system to determine their current balance atone choice and then shifts to another choice to transfer funds or paybills. In this form, the IVR system pauses at the termination point andwaits for the user to provide additional instructions.

[0110] Using the current example at step 407, after the user hears arecording on software installation, if they also have a warrantyquestion, they may want to connect to node 312 of FIG. 8. In thisexample, the system has paused at node 316. The user moves the cursorover node 312, verifies the node action as described in a mouse-overtext box, and selects the node by double-clicking on the node.

[0111] At step 409, the system compares the user's current location(node 316) with the desired location (node 312) and interprets therequired actions to reach the desired node. Using the example of FIG. 8,with the user at node 316, the system determines that * will connect tonode 308, then * will connect to node 304, then 1 will connect to node306 then 2 will connect to desired node 312. Alternatively, the systemcan determine that from node 316, # will connect to node 304, then 1will connect to node 306 then 2 will connect to desired node 312.

[0112] Thus, one advantage of coordinated Web and IVR menu structures isthat while many people prefer the personal contact available withtelephone sales, they dislike the often complex and confusing menustructure of IVR. Using related IVR menu architectures and Web menuarchitectures makes an integrated service much easier and more costeffective. The IVR menu architectures readily translate to Web pagearchitectures and IVR choices or prompts that would normally connect auser to a live service representative can be implemented in the Webarchitecture as “Click-to-Dial” links. The method and system thuspreserves personal interaction while providing a web alternative tocomplex IVR menu structures in order to reach a particular service orindividual.

[0113] Although illustrative embodiments, and various modificationsthereof, have been described in detail herein with reference to theaccompanying drawings, it is to be understood that the invention is notlimited to these precise embodiments and the described modifications,and that various changes and further modifications may be effectedtherein by one skilled in the art without departing from the scope orspirit of the invention as defined in the appended claims.

We claim:
 1. A method comprising the steps of: analyzing a menustructure associated with an interactive voice response system thatsupports interactive voice response users; generating a graphicalrepresentation of the menu structure, communicating said graphicalrepresentation to an on-line user, said graphical representation beingused by said on-line user to select graphical menu items correspondingto interactive voice response prompts.
 2. The method of claim 1 furthercomprising connecting the on-line user to another party, the partycorresponding to the user's selection of at least one choice on thegraphical representation of the interactive voice response menu.
 3. Themethod of claim 1 further comprising connecting the on-line user toanother party, the party corresponding to the user's selection of atleast one choice on the graphical representation of the interactivevoice response menu by a telephone connection.
 4. The method of claim 3wherein the telephone connection is an Internet telephony connection. 5.The method of claim 2, wherein the step of connecting further comprisesthe step of replicating responses to interactive voice response prompts.6. The method of claim 2, wherein the step of connecting furthercomprises the step of bypassing interactive voice response prompts.
 7. Amethod comprising: analyzing a menu structure that supports interactivevoice response users; generating a representation of the menu structureusing the analysis, the representation being usable for on-line users;connecting an on-line user to a choice on the representation of the menustructure by a telephone connection.
 8. The method of claim 7 whereinthe telephone connection is an Internet telephony connection.
 9. Themethod of claim 7, wherein the step of connecting further comprises thestep of replicating responses to interactive voice response prompts. 10.The method of claim 7 wherein the step of connecting further comprisesthe step of bypassing interactive voice response prompts.
 11. A methodcomprising the steps of: receiving selection of one or more graphicallinks on a web page from an on-line user, said links corresponding toprompts contained in a menu structure, said menu structure supportinginteractive voice response users; placing a call to an interactive voicesystem; correlating the on-line selection of graphical links tocorresponding interactive voice response prompts; and automaticallyresponding to the corresponding interactive voice response prompts. 12.The method of claim 11, wherein the step of automatically respondingfurther comprises the step of replicating responses to interactive voiceresponse prompts.
 13. The method of claim 11, wherein the step ofautomatically responding further comprises the step of bypassinginteractive voice response prompts.